Customer Support Engineer

JOB TITLE: Customer Support Engineer

Shift: Rotational Shift

2. GENERAL JOB SUMMARY

Aptean is looking for a quality-focused Customer Success Analyst to join our Support team and learn our business from the ground up. The goal is to delight customers by providing timely resolution to their technical and application problems.

3. SCOPE

• Direct interaction with the customer on phone and other medium to provide timely and quick resolution within defined SLA.

4. PRINCIPAL DUTIES AND RESPONSIBILITIES

• Customer Success Analyst is responsible for responding to and resolving customer problems via calls, emails and remote access for Aptean products.
• The support focuses on in-depth problem analysis of Aptean products and their integration into enterprise-wide mixed environments.
• Isolate and provide resolution to customer issues or qualify them for further assistance from R&D or other functions.
• Responsible for problem tracking, diagnosis, replication, troubleshooting and resolution.
• Should be able to work independently, showing empathy and sense of urgency to escalate customer issues and collaborate to provide timely resolution.
• Should adhere to department performance goals and production standards.

5. JOB SPECIFICATIONS

Education (Indicate the minimum level of education necessary for this position. Check all that apply and indicate specific degree as applicable to the side (e.g., Bachelor's in Computer Science)

Required

? ? Bachelor's degree

? ? Master's degree

Work Experience

2 to 5 years of technical support experience.

Skills and Requirements

• Excellent analytical and investigative skills in terms of approaching a problem.
• Quick to learn product and its functionalities, having an ERP background is an added advantage.
• Good business acumen.
• Should be able to explain technical procedures clearly to the customers.
• Excellent communication and interpersonal skills. Should be able to drive customer connections along with R&D folks independently.
• Mandatory Technical skills include Writing TSQL queries, debugging SQL stored procedures, reading and understanding SQL profiler, familiarity with visual studio, good understanding of windows operating system and IIS (Internet Information Server).
• Good logical skills, basic programming knowledge is an added advantage.
• Should have excellent verbal and written communication skills, including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly.
• Strong ability to work on multiple issues in a fast paced environment and should prioritize work accordingly to business processes.
• Meets established targets for customer satisfaction and other support KPIs, promote Knowledge Centered Support (KCS) methodology.
• Document customer problem information, recommendations, and resolution in a clear and concise manner-using incident tracking system.
• Proficient with Microsoft Office Suite (Excel, Outlook, Word).
• Familiarity with Cloud technology basics is an added advantage.
• Should possess high adaptability and be able to work under pressure and remain flexible to changing schedules and demands.

Note

Do you really enjoy the interaction with people and find no problem answering even the most trivial question Do you get a deep sense of satisfaction when solving technical/application problems or helping customers out in one way or another Are you willing to be enabled and empowered to make a tangible impact on business and customer experience

Then this is an exceptional opportunity to join a SAAS fast-growing, successful and innovative company. Aptean allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness and collaboration.